As Customer Experience professionals, (and CX Champions) we have a responsibility to build services that serve all members of the public, not just specific audiences. Historically, underserved communities experience disproportionate levels of burden when trying to access government services. Improving existing or developing new services can build equity and eliminate barriers while also building trust in government.
Through the DHS Paperwork Reduction Act Burden Reduction Initiative, we identify 9 methods to improve experience and drive down burden.
9 Methods for Burden Reduction
1. Simplify, renew automatically (if possible), and offer “short form” options
Remove the burden of having to remember to renew a form or to understand a longer, more difficult form can lessen inequities such as low literacy, language ability, or cognitive disabilities.
2. Enable online submission of all forms, where appropriate
Provide an online option that contains improved guidance, error checking, simplified navigation, and accessibility improvements to make it more equitable and easier for customers to complete and submit forms.
Equity is not just digitizing all forms, it’s creating services accessible to everyone.
3. Accept electronic or digital signatures
Reduce inequities, barriers to completion, and the uncertainty of variable submission time for customers by using online forms instead of requiring customers to bear the costs of using mail.
4. Ensure that online forms are optimized for mobile devices
Mobile responsive electronic forms are critical for equitable access among customers.
5. Conduct usability testing during the creation and revision process for all forms
Evaluate a product or service through usability testing with the public in mind helps to ensure that your form minimizes the burden it places on its customers.
We have you covered!
Learn about Usability Testing in our CX Learning Hub or find guidance in our Usability Testing Kit on improving services with your customers.
6. Prepopulate forms and reuse existing known data and information
Prepopulate forms and reuse data to save the customer time as the customer only needs to review the data to ensure accuracy instead of re-entering the information.
7. Use plain language
Use plain language to reduce the need for clarification, allowing customers to fill out forms correctly the first time.
8. Reduce frequency of information collection
Collect information less frequently to save customers time and money.
9. Eliminate redundant or unnecessary collections
Eliminate collections that are either redundant or no longer necessary save customers time and allow them to focus their attention on the necessary collections.
In the table below, we show how using burden reduction best practices and methods for usability testing can apply to your Component strategies.
Strategy |
Burden Reduction Methods |
Usability Testing Methods |
| Automatic renewal | Simplification through automatic renewals and "short form" options |
|
| Optimized mobile and/or electronic submission |
Accept electronic or digital signatures Optimize online forms for mobile Enable online submission of forms |
|
|
Reusable data Prepopulation of data |
Prepopulate and reuse existing data |
|
|
Validate previously collected feedback, evaluate efficacy of proposed fixes Prewire usability testing and research: Begin creation/ improvement process with discovery period |
Conduct usability testing during creation and revision process for all forms |
|
|
Reduce time spent on form Reduce time spent finding documentation/ data for data entry |
Prepopulate and reuse existing data |
|
|
Apply plain language Validate feedback collected during Public Comment period |
Use plain language |
|
|
Removing questions, collections, and reducing frequency of collection requirement |
Reduce frequency of information collection Eliminate redundant or unnecessary collections |
Usability Testing may not be required! Determine whether eliminating questions will increase burden elsewhere, may also need to retest non-redundant questions/collections newly supporting all of the information. |
If your Agency is currently employing these methods, we’d love to hear about it.